Vance Morris
When we Collaborate we apply Trust, Respect, Willingness, Empowerment and Effective Communication to Human Relationships · New Delhi, India
Experience
User Service analyst
Pearson · Mar 2022 – Aug 2025
User Service Analyst
Pearson · Mar 2022 – Aug 2025
- stakeholder management, user acceptance testing, reporting, SOP job aid updates, user support on inhouse tools and template maintenance
Process Consultant
BARCLAYS Noida – Barclays Global Service Centre Pvt. Ltd · Feb 2018 – Dec 2020
- As a Process Advisor for the Barclaycard Fraud detection team.
- · I was responsible for detecting possible fraud, assisting Barclaycard customers by ensuring that all the Controls are in place and implemented effectively.
- · Knowledge sharing, refresher session&sharing best practices with fellow colleagues.
- · I also received recognitions for delivering maximum Pitch In ideas and savings due to accurate fraud detection techniques.
- · Last Annual Rating as a process Advisor : Strong -Strong
- · I was also promoted to a Process Expert (BA3) in Oct. 2020.
Operations Associate
Editorialist YX India Private Ltd. · Jan 2020 – Sep 2020
- As a Lead Operations Associate, I was responsible for tracking and recording refunds, placing online orders with merchants and brands, recording the shipping & delivery of orders, managing exceptions and escalations related to out-of-stock orders, delayed shipping & delivery of items, orders cancellations, managing client communications via the in-house CHAT tool and email inbox management.
Process Associate
InterGlobe Technologies · Jun 2016 – Feb 2017
- As a Process Associate for the Corporate Travel Program, I was responsible for assisting Cap Gemini employees regarding the hotel and flight reservations.
Senior Travel Counselor
American Express GBT · Jun 2014 – Feb 2016
- As a Senior Travel counsellor I worked at the Escalation desk for their Corporate Travel Program.
- · I conducted product training (hotel reservations), designing the standard quality monitoring sheet, conducting quality audits, and sharing timely feedback to consultants.
- · I also received the annual Pacesetter award in 2016.
Team Coach
Carlson Wagonlit Travel · Dec 2007 – Jun 2013
- As a Team Coach I served as the first line of support for all operational/process questions for team members with added responsibility to assess and investigate agency debit memos and provide debit memo resolution.
- · Responsible for accuracy/productivity, quality as per CWT standards and SLA targets.
- · Identifying process changes, utilizing value serve mapping to increase process efficiency.
- · I was also involved in process migration in 2011 with five weeks of training at the CWT office in Minneapolis, Minnesota (U.S.A.) I conducted process training and product training assessments for new recruits.
- I also underwent a T3 training certification (Train the Trainer).
- As a facilitator, I also imparted process training for refund letters and commission recovery.
Senior Business Associate
Vertex Cust. Svc. India Private Ltd. · Mar 2005 – Jun 2007
- · As a Senior business Associate I responded to customer queries on main sales, web support, e-mails and achieve monthly targets of average call handling time, quality, conversion, and schedule adherence.
- · Generated daily, weekly, monthly reports for the team.
- · Mentoring the new recruits and providing floor support.
- · I was also awarded the Reward&Recognition for highest conversion percentage across the floor for November 2005.
Duty Officer
PVR Cinemas · Jan 2000 – Dec 2003
- · As a Duty Officer I was coordinating and controlling the operational tasks related to shifts, concessions, box office, and foyer.
- · Guest interaction, handling suggestions, complaints, and queries for guest satisfaction.
- · Imparting training to new recruits, identifying gaps, and recommending the appropriate training program.
- · I was awarded the best employee of the month for September 2001.
- I was promoted to the level of a Supervisor in January 2003 and then to a Duty Officer in July 2003.
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Education
Bachelor of Business Administration
Annamalai University · 2017 — 2017
High School Diploma
National Open School of Trinidad and Tobago · 1998 — 1998
10th C.B.S.E. Board
Don Bosco · 1995 — 1995
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